Mhadi Support Services Limited

Gather and maintain Agent profiles while providing necessary guidance and support to address their queries. Coordinate with branches to facilitate smooth Agent onboarding. Promote the bank’s products and services under the Agent Banking channel and provide necessary product knowledge to channel partners. Monitor Agent performance and track progress against assigned business and budget targets. Conduct regular compliance reviews and assess the overall health and performance of the Agent network. Monitor channel-related complaints, coordinate with the relevant teams, and follow up with the Product Management team for resolution. Coordinate with regional teams for onboarding and training newly appointed Agent Banking team members. Ensure proper visibility and implementation of Agent Banking initiatives and POSM materials through regular channel monitoring. Handle day-to-day operational issues and queries, escalating complex matters to the appropriate authority when required. Ensure all Agent Banking activities comply with applicable regulatory requirements and internal policies. Support smooth business operations and effective transition of Agent Banking activities.

Understand customers’ requirements, provide accurate information, resolve their concerns, and escalate complex issues to the appropriate department when necessary. Follow up with customers after calls or interactions to ensure their concerns are properly addressed and resolved. Process customer-requested forms, applications, orders, and other necessary documentation accurately and efficiently. Handle incoming and outgoing calls as required and respond promptly and professionally to customer emails. Provide clear, accurate, and effective responses to customer inquiries, explain available solutions, ensure customer satisfaction, and develop long-term customer relationships. Support the consumer banking business by identifying potential customers and generating qualified sales leads.

Consistently achieve the assigned individual and team-based monthly business targets. Drive business development initiatives and identify new business opportunities through effective client hunting. Maintain regular and professional communication with clients to ensure strong relationships. Keep accurate MIS reports and ensure all required documentation is properly maintained. Collect necessary documents, verify them personally, and obtain signatures after completing proper verification. Coordinate with relevant departments and branches to resolve any missing or incomplete documentation. Ensure loan applications, documentation, and instructions are submitted accurately and without errors. Facilitate the timely processing and quick disposal of credit proposals. Handle and resolve client complaints professionally and efficiently whenever required. Ensure all operational activities are performed in compliance with the bank’s applicable rules, regulations, policies, and directives issued by the concerned division and management.